mountainwarehouse.co.uk Reviews 277

I can honestly say the customer service that I received was absolutely brilliant.
My package had been sent with Evri. It had been delivered to the wrong address 😡.
I contacted the customer services twice and the the two ladies that I spoke with were lovely.
The first lady was understanding and apologetic and issued a replacement order for next day delivery without me having to ask.
Then my package turned up.
I contacted them to let them know not to send the replacement package and that lady was also polite and apologetic for the poor delivery.
They couldn’t have done anymore for me.
Oh and I the new walking trousers are great 👍

Bought Extreme Latitude Womens Waterproof Vibram Boots Dark Brown, didn't last six months before splitting. I contacted mountain warehouse and they said it was wear and tear, although they had split in the same place on each boot and the rest of the boots were on excellent condition. They offered a discount code, but would never buy from them again if they don't expect their boots to last longer than six months. 12 month guarantee is a joke!

Zips do not last. Top range extreme jacket, just over a year old failed today and yet again on the zip, as all the previous cheaper MW jackets. Not just the zip guide, but 8 or 9 zip lugs also vanished. Cannot be used,
making this jacket a worthless piece of junk, fit for recycling and not much else.
Not been worn much but over a year old.

I am really annoyed that I am still waiting for a refund when I sent the items back on the 13th December and we are now the 11th January.
It is totally unacceptable that they have had my money for nearly a month and because of this I will never order from this company again.

Bought 3 jackets over 3 years - all zips have broken under medium use. These jackets are manafactured to fail. Also the down lining in the third jacket was pitiful in keeping me warm during Winter - it was thinner than the first jacket (that was warm).

Ordered a Rucksack on a 3 day delivery - Never came.
Telephoned customer service who said my order had been cancelled. Told them I hadn't cancelled it and they said the item was in stock and would put it on a next day delivery.
Following week, I telephoned to say that I still hadn't had the item.
Was told that item was not in stock and they would send a refund.
There was no communication about my order or refund until I telephoned them.
Will never order from this company again. Beware!

Darren at Martlesham Mountain Warehouse couldn't have been more helpful today! I went in looking for ferrules for my trekking poles. A low value item. I searched for them, then asked at the counter. Darren said he thought they were all gone, but he went to check to be sure. He then offered to contact another nearby branch to reserve some for me! How kind - all for a sale of £4.99! I'm a very happy customer, and of course will recommend Mountain Warehouse to my friends!

I have ordered twice from the Mountain Warehouse website in December 2022, the payment went through PayPal but no order confirmation from Mountain Warehouse and no delivery. Has anyone else found the same problem?

I bought some walking boots, just over a year ago, they cost well over £100, & they are meant to be leather, but today I noticed something peeling off on the side of the boot, it’s like a plastic coating, definitely not leather, and what’s underneath isn’t leather either, and the rest of the boot is wrinkled, like it’s going to peel off. My 1 years guarantee has just run out so no point taking them back, but boots should last longer than a year, I wore different (fabric) boots in the Spring/ Summer so they’ve hardly had any wear. I am so disappointed, thought I was getting good quality but sadly not!!

Received terrible customer service at Mountain Warehouse Dundee store from Georgia. I think she may be a supervisor ( but she certainly shouldn’t be). Her and the only other member of team that can deal with refunds/exchanges decided to go ON A BREAK at same time. I wandered about the store and other shops for over 15 minutes waiting, although the store wasn’t busy. The serving staff were lovely and helpful and had messaged Georgia to let her know customers waiting… by this time another couple waiting on an exchange also! They were obviously embarrassed having to explain both staff that could deal with this were ON A BREAK and that they were away for so long! When Georgia eventually appeared she was arrogant & rude and when I questioned having to wait over 15 minutes her answer was “that’s just how it is I need a break” …but NO you don’t need the only 2 members of staff that can do exchanges/refunds to have a morning break at same time I said…that’s bad management! One of the most unpleasant people I’ve dealt with in a store for many years…she just lets Mountain Warehouse down!

Got a hat and scarf set for Christmas.. wasn’t what I wanted .. went into ulverston store to exchange but as no proof of purchase they wudnt help even though products still had original tags on .. very poor service as would of spent more than the original cost !! If I could score zero I would have done .. will never go back or recommend to my friends or family .

We ordered a tent in the black friday sales. 6 weeks later it hasn't turned up so we emailed to find out what had happened. Apparently it's now not in stock... Clearly they were happy to keep our money and not actually tell us it wasn't available. Not only do we not have the tent we now can't get it at the same offer price.

Mark Neale, CEO Mountain Warehouse,
Your brand is being destroyed by the decisions you have taken to use the cheap logistics company EVRI.
You only had to de some background research to know that they have been voted the worlds worst logistics company for two years running. Get out and experience the failure, the disappointment and the let down from your decision to your customers. Top add to the pain you keep your customers money for up to 20 days before making a refund. Get a grip!

I placed an order 10 days ago and am still waiting for delivery. This was meant to be part of a Christmas present. Evri seems to be the stumbling block but as MW have taken my payment and I haven’t got a clue who to talk to at Evri, I rang MW this afternoon. The person I spoke to was vague beyond belief but promised to chase up Evri and send me an email to advise me what was happening!! As we were speaking I heard a baby crying in the background- when I asked her if she was working from home she confirmed she was. I wonder if she immediately looked into my customer’s query of dealt with her crying baby?!?! Hmmmm - I’m still waiting for the email!

So today (1 day later), the order has been delivered!! It would appear a bit of chasing and/or “feedback” is what was needed!!

Ava in customer service was absolutely brilliant at quickly and satisfactorily resolving an issue with a damaged item. Absolutely excellent customer care. Thank you!

5 stars for the staff and service provided at the Galleria outlet in helping me solve the issues caused by the online store using Evri (Hermes) for deliveries. Losing 2/3rs of my order with no traceability! The Galleria staff all helped me fill the gaps and get my family ready for a trip to Lapland two days before leaving. I had gone to almost all my shopping being done online but the positive experience with the helpful and knowledgeable staff in the Galleria has changed my view I will do my shopping in person with them from now on. Thanks again to the amazing staff from a stressed out Irishman that you helped out big time.

Placed two orders. Last year, had to chase customer service as took 2 weeks to arrive.
Tried them again this month. got email saying order was despatched. Waited for 2 weeks and then received a refund to my card without any communication from MW re why order couldn't be delivered or an apology.
Worst customer service ever. They're obviously extremely understaffed

Mountain warehouse store huntingdon (Dobbies garden centre)

Visited the store with my parents, one of who has some mobility issues & was reluctant to visit the store because of this.

They had several requests.... new walking trousers, questions about existing coat, new walking boots for difficult to fit feet!!!

We were served by assistant manager Ian & his colleague.

Cannot rate them highly enough. Extremely patient, helpful, friendly and knowledgeable

Changing room facilities good for disabled people

Took their time to help and provide an excellent level of service.

All had a great time. Even the reluctant shopper enjoyed himself!!!

Came away with instore purchases and one on order

Cannot rate the service highly enough. A true credit to the brand.

Heartfelt thanks to the pair !

Walking into work in the cold, my dog was shivering and needed something warm fast. I was inspired to stop by Mountain Warehouse, and they came to our aid amazingly, with the perfect Christmas-red coat that fit just right, and was even on sale. The staff were super-lovely, and I got a pair of much-needed gloves, half-price. MW is committed to keeping a presence in towns on High streets, and we should all support that!

Visited Mountain Warehouse store in Debden, Essex to return a HUGE online order of skiwear. (We needed to kit out the whole family with new ski gear and ordered online for ease, then returning what we didn’t want). We were greeted on arrival by Joe who was super friendly and efficient, even though I’m sure we were probably his worst nightmare, returning 50+ items at once. Joe really couldn’t do enough to help us, and more importantly continued to do so with a smile. Thanks Joe and sorry AGAIN for the huge return